We want you to be confident when you try EnderGrid. This Refund Policy explains our money-back guarantee and how refunds are handled. It forms part of our Terms of Service.
1. 7-day money-back guarantee
New customers may request a full refund of their first plan payment within 7 days of the initial purchase, for any reason. This lets you test our hardware, panel, and support risk-free. To qualify:
- The request must be made within 7 days of your first payment.
- The guarantee applies to the first billing period of your first server only, once per customer.
- Accounts terminated for violating our Acceptable Use Policy are not eligible.
2. Renewals and subsequent payments
Payments after your first billing period (renewals and additional servers) are generally non-refundable, because the resources are reserved for you for the full period. You can cancel any time from your account panel to stop future renewals; your server stays active until the end of the period you already paid for.
3. Prorated and discretionary refunds
Outside the money-back window, we do not typically offer prorated refunds for partial months. If you experience a significant service issue that we are unable to resolve, contact support — we review these situations case by case and may offer a service credit or partial refund at our discretion, in addition to any remedy under our SLA.
4. Chargebacks
If you have a billing concern, please contact us first — most issues are resolved quickly. Initiating a chargeback without contacting us may result in immediate suspension of your account while the dispute is investigated.
5. How to request a refund
Open a support ticket from your panel or email [email protected] with your account email and the invoice in question. Approved refunds are returned to your original payment method through Stripe and typically appear within 5–10 business days, depending on your bank.
6. Contact
Refund questions can be sent to [email protected].
Questions about this document? Email [email protected].